Choice Home Warranty
Reviews and Complaints

We put in a claim for our AC unit repair on a Tuesday, I immediately received a call back from the Air Squad to pay the deductible or they would not schedule me in. I paid them and they scheduled me for Friday morning. the tech came by around 9-9:30am said he needed to get back to choice for approval. Keep in mind our current temperature is 110 degrees. Not only is it hot, but we had a bed ridden 83 year old family member who has been hospitalized for an extended period come home on Sunday 7/10. I keep looking on the your claim status and no report has been made. I contacted Air Squad and explained our urgency and was told they were going to make it priority. I contacted Choice and they also said they would make it a priority. It is now Monday and until 1 hour ago after being on hold for over an hour, I am told that Choice has approved it but it won't be done until Thursday or Friday. I am extremely upset for the unprofessional manner in which this claim has been handled both from Choice and from the contractors choice contracts. According to Choice, the contracted technician is supposed to report with 2 hours, so if I am reporting it, why is Choice not contacting immediately! My last call to choice I asked to speak with a supervisor and was told there are no supervisors, I was given a generic email if I wanted to contact a supervisor.

Customer service is poor: refused to return calls, let me talk to supervisors, unresponsive to requests, sent unreliable company to my house on several occasions and refused to change contractor after numerous requests. Problem has still not been resolved. Leak was reported over two months ago and has not been resolved. Company has not provided knowledgeable customer service reps that wanted to resolve the issue.

I contacted Choice after my pool pump shut down in late May. I waited 5 days for Choice to provide a vendor and they never did. I asked 3 times for their preferred vendors and never received so I found my down repair company. My repair company came over took photos and provided everything to Choice and said to me: This is why you have a home warranty this pump which was well served just aged out and I don’t know why they would not cover 100%.

After I submitted my claim with photos and all details I was to told rejected! This company is a joke stay away BBB rating is F

And several states will not allow them to even operate because of historical problems and customer complaints.

I called today for a oven repair and it was sent to A countertop range technician, I am try in to report my oven and cannot reach anyone on email or phone.

Thhuis has beed going on one weekk and still have not heard from a oven technician.. Please take care this matter.

On June 6, 2022 HVACRx came to our property to do an air conditioning repair. The repair was partially completed, so a call was placed to Choice Home Warranty that evening. They attempted to contact the provider and I was instructed to wait 24 hours to hear back. A week later there was still no reply, so Choice Home Warranty was contacted again. They attempted to contact provider and I was again instructed to wait 24 hours. Four days later, I contacted Choice Home Warranty again. This happened for the duration of 3 weeks before Choice Home Warranty agreed to find another technician to complete the original job. During this call, I verified that we would not be charged another service fee and the operator stated that no fee would be collected since we already paid.

Once the new technician was assigned, I received a call from Choice Home Warranty (6/30/22) to set up the appointment. During that call, I verified once again that there would not be a service fee since it was an unfinished original claim. The representative from Choice Home Warranty stated again that there would not be a service fee.

On the service date(7/6/22), I reviewed an email received a few days prior and noticed that it stated we owed another $60 service fee. Naturally, I called to question this, but was told that the fee was owed because we had been assigned a new technician (not our fault) and that no one had documented the prior discussions stating that no fee was due.

Choice Home Warranty is in breech of contract, has lied, and stolen $60 from us.

Denied and Lied several times over honoring claims.

Paid more to have water heater fixed than if i hired direct AC and Pool denied constant denials find any excuse even service techs admit they do Worse after i would not renew they called and spammed repeatedly then for three months continued to charge $63.81 for three months even on a expired credit card when you call to resolve they put you on long holds called the resolution department which eventually auto disconnects.
They even call you and say i'm connecting you to our resolution department then same game long long holds then auto disconnect

File your complaints with TDLR in TEXAS and attorney general they should be shut down.

BAP

I am so beyond words with Choice Home Warranty. my Frig was making all this noise, only a 4 year old frig. I call choice in Dec 21, got a claim open, they sent someone out and they replaced a fan. This did not correct the issue with my frig, which sounded like it was going to blow up. CO Bros sent out a technician again, he said it was something bigger and would require a specialist. I waited and waited for the part and then COs brothers said that choice had closed my claim and he sent the part back. I spoke to a ton of people and even supervisors who said they would research and call back, no calls received and finally on 5/9/22 spoke with Reno, a resolution mgr. He went on and on how sorry he was, how he would use this as a training opportunity and he put me on hold, said he spoke with Cody at COS brothers and that they would fix it. He then told me it would be better to send a check directly to me to pay for it, I agreed ( unbelievable manipulation ) This was a goodwill check, I did not cash it, he lied to me. Cody said he never called them and that he had been trying to reach them . again 6/24/22 resolution mg. Natalie, I sorry there is nothing i can do, no one higher than me to talk to. What, I just want my frig repaired, that is why i bought a warranty plan. No one seems to be able to help me, she referred me to [protected]@homechoicewarranty.com, guess what it doesnt exist. I have two homes with a Choice warranty plan, I am so beyond words. I would never ever refer them to anyone. They are a joke, Natalie says, there is no one above me. Well guess what there is someone above you because you don't own the company. I have spend hours upon hours trying to get my frig fixed. Doesnt seem like an odd request for a home warranty company. Today I spend another 52 minutes and no resolve. This has been going on for over 6 months. someone please help me.

I filed a claim on June 18th for my hot water heater. The company came out and said it needed to be replaced. My claim was declined due to PRE-EXISTING CONDITIONS. The water heater was leaking. If the conditions were PRE-EXISTING my home would have flooded since I didn't file the claim until over a month later. I'm waiting to hear back from Choice.

My total disappointment does not come close to my total frustration with your warranty services. I have been out of ac since May 25 and first filed a claim on May 29 so I have been out of ac downstairs for 27 days straight. I am unable to put in to words my true feelings and without out using bad words. I was told so many things only God knows whos telling the truth at your company. I was recently told that the entire upstairs system was approved to be replaced. It was the same person that agreed to give me two months free regarding monthly payments. This is the same person that told me congratulations several times that my replacement was approved for the upstairs system. She told me that I would receive a notice and email stating this approval and shortly after I would hear from the ac company to schedule install. I never heard anything from your company regarding email or text notification, and was told today that this approval is not in the system? I cannot believe your company employee would not add notes regarding what I was told. I am going home everyday to a hot house and I have a warranty from your company, Where's the compassion for your customers, if it was your family member is 100 degree home for almost a month what would you do.

Stay away from this company. Customer service gets an "F" grade. Took 6 calls and 5 emails to cancel home warranty. Emails says you can't cancel by email to call customer service. I call customer service and reps say we can't cancel a special dept handles cancelation. Rep says they can't transfer I will get a call back. No one called after a week and several calls. I kept calling and same thing. Finally a rep transferred me. Then I was told I was past due and would have to pay for last month. Funny as they had notes that I called many times. BTW I was due on the day of my final call, but was told I'm past due. This is a scam. Rep did agree to waive as I had plans to file a complaint to BBB.

I have been with Choice Warranty for years and have had the worst experience in the world. I have had several things to break and because they would never fixed anything I had to buy all new appliances. After doing so my dryer heating element went out about seven or eight times and I had to pay a service fee of $45.00 each time a tech came out. I have already paid for the dryer again after paying a $45.00 service fee seven or eight time and Choice Home Warranty said they will determine when the dryer is not anymore good but seven or eight times for the same problems heating element something is wrong. Everything I called for Choice Home Warranty to fix they never could fix and now the service fee has gone up $75.00. Did not want to leave out that it took the tech almost a month to fix the dryer the last time because they had to order the heating element. When I first started with Choice Home Warranty my dishwasher stopped working and they paid me for the dishwasher $100.00. Even though the dishwasher was old I was not able to buy a dishwasher for $100.00 not anywhere. At the time of my dryer breaking my washing machine also broke so I had to wait for the part for the dryer to come in before they would come back to even fix the washing machine. So also had to wait a month for the washing machine getting fix. Imagine going to the laundry mat for almost a month. On top of all of that one of the tech scratch my brand new washing machine up with the back of the dryer piece he had to put back on the dryer.

I have asked to have my warranty discontinued and have been charged again this month! Your call back services have never called me back when I called several times and asked for a return call to speak to you . What do I have to do to get you to return my calls!

This is cheating and a game of thimbles.

I'm from Ukraine. I have worked in Europe with many companies. I have worked and I am working with many companies in the United States. Such a dirty policy in relation to contractors, no one anywhere. When I received the orders and called the payment department, they told me that the payments would be in 30 days. I patiently waited 30 days and then started asking where my money was. And then you told me that there was no money and you had to wait 70 days. I did not approve it. I purchased and installed spare parts for the clients of your company upon prior agreement on the amount and terms of payment within 30 days. But this is not enough. Out of 4 payments that were transferred to a paid status, 3 out of 4 amounts were reduced. (despite authorization).

After a month of requests, two orders remained cut off, and one was corrected but postponed after 45 days and now it is displayed as a new order (this is two months after the authorization and completion of the order). This is incredible, I did not give my consent to this The accountant's mistake was corrected, but the completed order was postponed 45 days later. CHW stole my money for labor and parts, and I didn't receive any payment from CHW for the work performed. In the end they robbed me of 1870 dollars

I called Choice Warrenty to repair my air conditioner as I had no air, I paid two service fees in one day, I met the guy they sent out and paid another 150.00 for parts paid another 100.00 when he came back out after the parts at this point I still have no air and the guy then sent me another invoice for almost 500.00 to come out again and stated he can not promise after i pay the money on the invoice i will hv air. I have called Choice Warrenty several times about my issues and they are supposed to get a manager to call me back, no returned call from a manager. Choice Warrenty need to be sued and out of business.

They cant send anybody out then they have you get your own and then don,t honor the payment, They take your monthly fee no problem. 9 days of going back and forth they dont call back wont manager you cant talk to who denies you. What a rip off to consumers. Went out 6/7/2022 now 6/16/2022

I have a home and pool warranty protection plan with Choice Home Warranty. (CHW) MY pool motor stopped working and I filed a claim. CHW has sent a technician to my home 3 times charging me $45 each time. These techs have verified and sent pictures to CHW verifying that the pool motor is broken. CHW has invented excuses and outright lied to not cover the broken motor. They have stalled this case for so long that I had to get a pool company to come out to my house as an emergency as the pool water had turned green, that is a health hazard fined by the county. This all has cost me over $3000. The technicians they had sent to my house stated to me that this was how CHW got out of paying the claims

I have held a Choice contract for many years. Have not needed them much but because I have five properties together that were the same age, I wanted that extra protection on larger items in and around the apartments. On April 14th an a/c unit was called into Choice. The vendor that contacted me, even though in the ticket I had said contract the property management company, said they could not go out to the property without payment... so I paid them. On May 15th I sent Choice a message through the portal and complained that the technician had never gone to the property but refused to return my call for a refund. Mind you this is a vendor who I have had trouble with in the past and had asked Choice to put in my records, not to send this vendor out.

5/19 I send another note through the portal asking why no response to the 5/14 request to get someone out to the unit.

5/21 I receive this message, through the portal, that says they tried to contact me but there was no answer. Later that day they reassigned the claim to another vendor who for one could barely speak English and had not only a difficult time understanding me but also understanding that I was not paying anything as this was a call against an open ticket that had been paid for previously.

5/27 I get a portal message saying the claim had been denied. The exact statement is as follows: It has been determined that the system is excessively low on refrigerant and unable to cool the home properly. Under EPA guidelines a system that is reported to be more than 15% low on refrigerant must have a leak search performed to locate the failed component for repair. The refrigerant cycle on an air conditioning system is a closed loop from the evaporator to the condenser in which the refrigerant travels through the copper line-set to transfer the heat or cold air if it is a heat pump. In order to determine the severity and the location of the leak. A leak test is needed. The leak test is a service our policy agreement does not provide. Once the technician submits the diagnosis, we can determine the outcome of this claim. It should be noted that most leaks in refrigeration systems are caused by rust and/or corrosion at one of the coils in the system which our policy does not cover.

Please refer to your terms and conditions section F number 1; we are not responsible for malfunction or improper operation due to rust or corrosion of all systems and appliances.

My terms and condition mention rust and/or corrosion, non of which the technician mentioned. Also they mention in order to determine anything they must run a diagnosis. I thought that was what I was paying for? Choice also noted that "MOST" leaks are caused by bus and/or corrosion, but this is something they have not proven. Also these systems have been maintained properly every 6 months and was working when Choice agreed to the contract years ago. My assumption is the leak is due to unit age and that should be either repaired or replaced, I f needed.

5/30 I respond indicating this is normal wear and tear and asking this be escalated to the next level. A worthless case manager who always seems to deny claims. I also simultaneously requested a 3rd party vendor visit the property to identify possible rust, etc which could be an issue. No rust reported, simply a leak in the evaporator coil. The comment was as follows: He found multiple leaks on the evaporator coil, due to R-22 cost he recommends system replacement. If you plan to move forward we will submit a detailed contract for signing.

6/14/2022 and Choice will not send anyone out for repair. My tenant has been 2-months in some of the hottest weather without air conditioning.

I would like this case reviewed. Choice has once again gotten out of a repair.

In March, 2022 I notified Choice Home Warranty (CHW) of an issue with my air conditioning unit. They couldn't get a service repairman and opted to allow me to find an HVAC service company on my own. I called the company that installed the unit when the house was built 9 years ago, and they determined, having conducted a leak test, that there was a small leak in my evaporator coil and that it would have to be replaced. All information including pictures was sent to CHW, and due to supply shortages, it took 7 weeks to get a new evaporator coil from Lennox. In the meantime, CHW was notified that the repair would cost around $2,500, and they denied the claim saying that I lived near the ocean, and that the acidic air probably caused the copper evaporator coil to pit and leak. I live 7 miles from the ocean, so that determination of the cause of the leak was totally inaccurate. Otherwise why wouldn't other electrical appliances and/or plumbing components break down more often? The HVAC company servicing my A/C said that eventually ALL evaporator coils will leak. I understand that CHW is basically an insurance company, and their first instinct is to deny any and all larger claims. They did, however, send me a check for around $459 to cover a service call and 2 pounds of freon. I called CHW numerous times and left messages for someone to call me back to discuss the claim, but I had a hard time getting the person assigned to handle my case to call me back. Now CHW strongly suggests in their literature and advertising that potential customers buy a policy to include air conditioning repair coverage. Then, all of a sudden, their claims department denies my claim based on some BS analysis and a small print portion of their policy they claim covers the denial. They, nor my HVAC company, has any idea what caused the HVAC evaporator coil to leak.

I submitted claim for swimming pool / spa water pump motor stop working. They sent a bathroom/kitchen plumber first ($60 charge), then upon complaint sent yet another bathroom toilet plumber (another $60 charge), then upon complaint sent out ceiling fan / lamp / circuit breaker electrician (yet another ($60). Upon complaining again they sent a sewer service plumber (yet another $60). Until I filed $240 in small claims court did they refund all previous service charges and contract a proper pool/spa company!

I called in January 2022 because I was selling my home. I was transferred and provided another number for a Resolution manager. I was told I had at least 2 more months to pay on the policy before I could cancel. My mistake was not getting names or an email confirmation. I noticed today (June 9) that I am still being deducted the $54.45 for the service. The rep indicated that there is nothing in the notes of the aforementioned. Now they are saying that I would have had to call on the day that I wanted the service cancelled. I was in the house until the end of the month and they could not future date and I was supposed to call back to cancel. But they do have on the notes that I was selling the home and did not need the service. The rep was nice enough to refund ONE month but said she could not refund Feb, March, April and May.